C3Centricity

JULY 1, 2019

Make customer observation everyone’s job. There are many, many opportunities for every employee in a company to come into contact with the customer. In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis.

Culture 234

Culture Exercises Connections Customer Centricity 234

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. You can understand that you need to eat healthier and exercise more to live a healthy life. Many leaders claim being customer-centric is a priority. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Resource: 6 Sources of Customer Understanding by CXpert.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

C3Centricity

OCTOBER 22, 2018

As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. Direct contacts with customers, whether by phone, email, chat, social media or in person, deserve the same detailed introduction. How often do you do it?

Healthcare 285

Healthcare Consumers Customer Service Company 285

C3Centricity

OCTOBER 29, 2017

It was an incredible Symposium run by Sitecore and I was blown away by the importance placed on customer centricity during the whole event! A customer-centric objective is more focused & will deliver more relevant insights than biz objective Click To Tweet. How can I expand my business? An Offer You Can’t Refuse!

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

AWS Machine Learning

OCTOBER 30, 2024

Solution overview For this exercise, we create a BookHotel bot as our sample bot. Amazon Connect Global Resiliency enables you to automatically maintain your instances synchronized across two Regions, making sure that all configuration resources, such as contact flows, queues, and agents, are true replicas of each other.

Chatbots 98

Chatbots Hotels Contact Center Telecommunications 98

InMoment XI

OCTOBER 31, 2024

Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. Reducing queue times involves efficient staffing and optimized call routing to ensure minimal delays for customers. Invest in a good IVR system to handle customers if they can’t reach your agents.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Alida

OCTOBER 4, 2016

In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. Connection is established when the community supports shared experiences.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Uniphore

JANUARY 13, 2022

on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. For example, if one of our core values is being customer-centric, we’d want to preserve and reinforce that value over time. AD: Stay connected to your purpose and mission. At around 6 a.m.

Meeting 246

Meeting Culture Exercises Connections 246

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? If your goal is to be more customer-centric during the onboarding process, then it helps to consider what actions you will take to achieve that.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value? . Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

C3Centricity

AUGUST 9, 2015

Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. In this post, I would like to continue to support your efforts with some suggestions on an area that many struggle with, that of connecting with and understanding your customers.

Connections 120

Connections Social Media Retail Exercises 120

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

ECXO

AUGUST 9, 2023

CX leaders are already powered by connected data and capabilities to do this in real-time. However, as the SuperOffice research earlier showed, siloed, functional data and a lack of data ananlytics expertise are among the biggest barriers to client centricity. Continuously improve Client centricity isn’t a one-off exercise.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

C3Centricity

AUGUST 13, 2018

Other companies organise customer connection sessions where teams of employees from different departments – with differing perspectives – go out together with a task to complete or a question to answer. ” I have witnessed these customer connection sessions being run in countless organisations.

Advertising 212

Advertising Social Media Exercises Course 212

C3Centricity

FEBRUARY 18, 2019

So many corporations today have increased their technology but have not improved their customers’ satisfaction. AI is already proving to be of great value in following and analysing customer service connections. The customer journey that led to the connection, is just as important as the call itself.

Marketing 222

Marketing Chatbots Self Service Conference 222

C3Centricity

NOVEMBER 4, 2020

So many corporations today have increased their technology but have not improved their customers’ satisfaction. AI is already proving to be of great value in following and analysing customer service connections. CUSTOMER JOURNEY. The customer already sees them as such, but most companies do not. What do you think?

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

C3Centricity

JULY 17, 2016

Make customer observation everyone’s job. There are a wealth of opportunities for every employee in a company to come into contact with the customer. In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Just contact me here.

Exercises 120

Exercises Customer Centricity Culture Connections 120

DCX

OCTOBER 29, 2024

(See below for how to run one) Role-playing, empathy mapping, or even customer shadowing helps your team see things from the customer’s perspective. These exercises don’t just teach; they build a culture of care. Action Step: Schedule a 30-minute empathy exercise for your team next week. So, what do you say?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

DCX

NOVEMBER 10, 2024

Whether dialing back on-screen overload, keeping things human, or balancing high-tech with user-friendly, the message is clear: great CX doesn’t just come from the latest tools—it comes from making things easier and more real for customers. Create a seamless journey where every interaction feels connected, not fragmented.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

NOVEMBER 19, 2024

That’s how you delight customers. Emotional Framing: Feel Before You Fix We know our customers’ pain points. The trick is to frame our messages to connect with those feelings. Deloitte found that emotionally engaged customers are more likely to recommend a brand ( Deloitte, 2019 ). ” The key is balance.

Loyalty 52

Loyalty Customer Centricity Social Media Exercises 52

DCX

DECEMBER 24, 2024

We also dug into what truly connects us to the people we serve. Articles like 7 Psychological Insights Every CX Professional Should Know reminded us that understanding the hearts and minds of our customers isn’t a nice-to-have—it’s everything. Let me know if you have any questions or need any further assistance.

Course 52

Course Social Media Leadership Roadmap 52

Pretium Solutions

FEBRUARY 7, 2012

Creating a customer-centric organization requires the very same spirit, the very same drive. Sure, the organization has to be guided by the right customer experience management philosophy – the vision to create an excellent customer experience with every customer interaction.

Customer Centricity 60

Customer Centricity Sports How To Leadership 60

DCX

JANUARY 12, 2025

Learn how intent-driven UX is shifting from task-focused tools to experiences that anticipate customer needs before they ask. See how mission-driven leadership is fueling growth by connecting teams with purpose and turning digital transformation into lasting impact. Think leadership is just about numbers? Let’s dive in!

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Culture Trends Connections 52

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. This is what I said about the subject in October: “I have written recently about what I describe as the ‘Customer Experience Jigsaw Puzzle’.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

DCX

NOVEMBER 24, 2024

Why Human Connection Still Wins Dame Karen Jones knows a thing or two about hospitality and insists that nothing beats a real human connection. Saving on payroll might cost you loyal customers who feel like just another ticket in the system. Balance It Out: Customers want fast answers and empathy.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

Gainsight

AUGUST 7, 2024

It’s our job every day to make every important aspect of the customer experience a little bit better.” They emphasize the importance of customer-centricity. It’s time to connect with your customers more than ever and deliver learning experiences that resonate and drive them to success—here’s how.

Customer Centricity 52

Customer Centricity Exercises B2C Course 52

Gainsight

AUGUST 7, 2024

It’s our job every day to make every important aspect of the customer experience a little bit better.” They emphasize the importance of customer-centricity. It’s time to connect with your customers more than ever and deliver learning experiences that resonate and drive them to success—here’s how.

Customer Centricity 52

Customer Centricity Exercises B2C Course 52

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. Connection: Building and maintaining strong, authentic relationships with others. Autonomy: Feeling in control of your own life and decisions. Listen more.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

InMoment XI

AUGUST 9, 2024

Customer journey mapping is a powerful tool to visualize every touchpoint a customer has with your brand. Customer journey mapping examples can be useful to see how other organizations have visualized their customer experience. Rural King’s main form of customer feedback is through online reviews.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

DCX

DECEMBER 22, 2024

It’s about shaking things up, asking better questions, and connecting with people in ways that actually make their lives easier (and maybe even a little more delightful). Bain highlights how AI-driven targeting leaves old-school demographics in the dust, letting brands connect with customers on a much deeper level.

Retail 52

Retail Self Service Tips Customer Centricity 52

ECXO

DECEMBER 26, 2023

But if you’ve ever fallen asleep over a boring textbook, or fast-forwarded through a tedious e-learning exercise, you know that creating a great learning experience is harder than it seems. Journey To Centricity: A customer-centric framework for the era of stakeholder capitalism Paperback by Ilenia Vidili.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

DCX

JANUARY 5, 2025

This positively impacted how I approached conversations and built connections with my colleagues and clients.” Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? The best part is connecting with awesome, like-minded people—just like you!

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52